Escalations Specialist

Job Summary

A company is looking for an Escalations Specialist to manage customer-related escalation inquiries and collaborate with the retention team.

Key Responsibilities

• Own the escalation process for Plus customers, collaborating with cross-functional teams to resolve escalated issues
• Communicate with customers to understand cancellation reasons and offer potential solutions to retain business
• Develop training materials and refine escalation protocols to prevent future escalations and ensure compliance with healthcare regulations

Required Qualifications

• 2+ years of experience in customer service, account management, or SaaS subscription management, specifically with escalations
• Understanding of EHR software and healthcare industry regulations is a plus
• Proficiency in CRM and ticketing systems (Salesforce, Zendesk, or similar)
• Detail-oriented with strong organizational skills
• Ability to handle difficult conversations with professionalism and empathy